IT Service Desk Supervisor
Apply NowCompany: Pierce County
Location: Tacoma, WA 98444
Description:
Salary: $116,873.93 - $170,945.10 Annually
Location : Tacoma, WA
Job Type: Career Service - Full Time
Remote Employment: Flexible/Hybrid
Job Number: 25-00315
Department: Information Technology
Division: IT-Client Technology Services
Opening Date: 03/27/2025
Closing Date: 4/10/2025 11:00 PM Pacific
Description
Position Summary
Why It's a Great Opportunity: Join us for an exciting leadership opportunity as Supervisor of the IT Service Desk supporting Pierce County and its 3,500 employees. As an IT Systems Engineer Supervisor, you will develop, train, and lead the team responsible for providing daily support and operations through our IT Service Desk. You and your team will ensure excellent end-user and business operations support by coordinating responsive process and service delivery, measuring and maintaining high customer satisfaction rates, implement progressive improvements to procedures, and manage related vendor relationships. In addition to first call contact, this position oversees service delivery for central account administration and records requests. Your leadership and passion for IT service delivery will make a meaningful impact while supporting Pierce County's technology needs.
Why It's a Great Department: The Information Technology Division is responsible for building, operating, and maintaining the technologies that power essential public services in Pierce County. As a national leader in public service innovation, we offer diverse technology solutions supported by a robust hybrid infrastructure, combining both on-premises and cloud-based systems, all secured by a reliable network. Our team thrives in a positive, collaborative environment where we support each other and the impactful work we do. Join us and be part of a division where your contributions truly make a difference.
Learn more about the IT department here.
How to be Successful in the Role: Your continuing success will come from being a strategic thinker with a proven track record of leading talented teams in delivering IT services and support for business technologies. Strong communication skills, anticipating needs, being actively involved in managing and guiding your team, having the ability to engage with stakeholders at all levels, and adaptability in modifying your approach based on feedback from leadership will further ensure your success.
Your Future in this Role: You will report to the IT Manager of Client Technology Services and lead a team of seven skilled and dedicated staff members. As a supervisor within the IT division, you'll have the opportunity to influence direction and actively contribute to the overall IT leadership strategy.
Core Daily Responsibilities:
Qualifications
Minimum Qualifications:
Preferred/Desired Qualifications:
As a condition of employment, the applicant will need to authorize and complete a background check. Information received from the background check is reviewed case-by-case and will not necessarily remove an applicant from consideration.
Supplemental Information
To be considered for this opportunity please:
This is a competitive selection process. Your application will be reviewed and evaluated for the quality and quantity of education/experience in the areas listed. Applicants whose qualifications most closely correspond to the County's needs will be eligible for further consideration. Notification of application status normally occurs 2 to 3 weeks after the closing date. Short notice may be given to applicants to participate in further selection processes which may include assessments, phone screen, and interviews.
At Pierce County, diversity, equity, and inclusion means commitment, not a single step. We strive to foster an inclusive environment that supports equitable access to opportunities throughout your career. We want to recruit, develop, and maintain a talented workforce from various backgrounds, cultures, lifestyles, and perspectives, committed to our vision. Employees of the County have local, direct, and visible impact in our diverse community. Will you join us in keeping Pierce County a place people are proud to call home?
We are unable to sponsor or take over sponsorship of an employment visa at this time.
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Pierce County offers a competitive benefits package that offers flexibility and peace of mind. We are proud to offer Employee Resource Groups, a focus on professional development in our , and a County Book Club.
We understand that your life revolves around more than just your career and that your priority is making sure that you and your family maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of and , , staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Our benefits:
Vacation (Annual Leave)
After approximately six months, employees receive six days of vacation leave.
Since we value your experience, the amount of vacation you can accrue increases the longer you work with us. Vacation accrues on a bi-weekly basis for full-time employees as follows:
Vacation Accruals:
During years 1-3, 12 Days
During years 4-7, 16 Days
During years 8-13, 20 Days
During years 14-18, 23 Days
During years 19, 24 Days
During years 20, 25 Days
During years 21, 26 Days
During years 22, 27 Days
During years 23, 28 Days
During years 24, 29 Days
During years 25 & thereafter, 30 Days
A maximum of 45 days may be carried from one year into the next.
Pro-Rated for Part-Time based on % of 1.0 FTE.
Military Leave:
Pierce County has a proud history of supporting the armed forces and provides members of the armed forces with up to 21 days paid military leave per state fiscal year.
Holidays:
Some full-time employees are entitled to eleven paid holidays as follows:
New Year's Day - January 1
Martin Luther King, Jr's birthday - Third Monday in January
President's Day - Third Monday in February
Memorial Day - Last Monday in May
Juneteenth - June 19
Independence Day - July 4
Labor Day - First Monday in September
Veteran's Day - November 11
Thanksgiving Day - Fourth Thursday in November & Friday after
Christmas Day - December 25
Personal Holidays:
Regular full-time and regular part-time employees, and employees occupying limited duration positions, shall also receive two additional paid personal holidays. Paid personal holidays shall only accrue for those employees on County payroll as of January 1 of each year or the first work day following January 1 and must be taken during the calendar year in which it was accrued.
Furlough:
Some Pierce County employees may be designated to receive 10 "furlough" days per year in lieu of holidays. Furlough days are available for use on January 1 and must be scheduled and taken within the calendar year. Employees who leave employment with Pierce County must reimburse the employer for used furlough days based upon the number of remaining holidays.
Sick Leave:
Sick leave accrues on a bi-weekly basis, at the rate of one day per month.
Insurance Benefits:
Employees and families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with very affordable monthly premiums that offer coverage throughout Pierce County. Employees are eligible to enroll each year in a flexible spending plan, which enables them to use tax-deferred dollars toward their health care and dependent care expenses. Employees also have the opportunity to participate in supplemental life and long term disability insurance plans. To view premium rates, summary of benefit coverage, and other information, please visit the website.
Retirement and Deferred Compensation:
Pierce County employees are members of the State of Washington's Department of Retirement System (DRS) and depending on the position or previous DRS enrollment will be able to enroll in one of many programs DRS offers. For additional information, check out the web site.
Employees also have the ability to participate in the Nationwide Deferred Compensation Plan. This is a supplemental retirement savings program that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security:
All Pierce County employees are covered by the federal Social Security and Medicare systems. The county and the employee pay an equal amount into the system.
Miscellaneous Benefits:
Please visit website for more information.
Telework/Remote Options:
Some departments allow for telework or work-from-home options dependent on the body of work. Learn more about our telework policy
**All employees are required to be WA State residents after 30 days of employment.
Location : Tacoma, WA
Job Type: Career Service - Full Time
Remote Employment: Flexible/Hybrid
Job Number: 25-00315
Department: Information Technology
Division: IT-Client Technology Services
Opening Date: 03/27/2025
Closing Date: 4/10/2025 11:00 PM Pacific
Description
Position Summary
Why It's a Great Opportunity: Join us for an exciting leadership opportunity as Supervisor of the IT Service Desk supporting Pierce County and its 3,500 employees. As an IT Systems Engineer Supervisor, you will develop, train, and lead the team responsible for providing daily support and operations through our IT Service Desk. You and your team will ensure excellent end-user and business operations support by coordinating responsive process and service delivery, measuring and maintaining high customer satisfaction rates, implement progressive improvements to procedures, and manage related vendor relationships. In addition to first call contact, this position oversees service delivery for central account administration and records requests. Your leadership and passion for IT service delivery will make a meaningful impact while supporting Pierce County's technology needs.
Why It's a Great Department: The Information Technology Division is responsible for building, operating, and maintaining the technologies that power essential public services in Pierce County. As a national leader in public service innovation, we offer diverse technology solutions supported by a robust hybrid infrastructure, combining both on-premises and cloud-based systems, all secured by a reliable network. Our team thrives in a positive, collaborative environment where we support each other and the impactful work we do. Join us and be part of a division where your contributions truly make a difference.
Learn more about the IT department here.
How to be Successful in the Role: Your continuing success will come from being a strategic thinker with a proven track record of leading talented teams in delivering IT services and support for business technologies. Strong communication skills, anticipating needs, being actively involved in managing and guiding your team, having the ability to engage with stakeholders at all levels, and adaptability in modifying your approach based on feedback from leadership will further ensure your success.
Your Future in this Role: You will report to the IT Manager of Client Technology Services and lead a team of seven skilled and dedicated staff members. As a supervisor within the IT division, you'll have the opportunity to influence direction and actively contribute to the overall IT leadership strategy.
Core Daily Responsibilities:
- Supervise service delivery and employee performance for the Service Desk support team.
- Lead operational support for user identity management, username provisioning, and system access and password management.
- Lead operational support for tracking, management and timely resolution of requested services and of reported County incidents, including major incidents impacting multiple County users.
- Strive for maximum first contact resolution by Service Desk staff through partnership with other IT teams, staff training and creation and maintenance of documentation sources, particularly for new system implementations.
- Maintain up-to-date knowledge regarding changes in the IT industry, share ideas with IT Operations leadership, and recommend changes based on these developments
- Proactively explore changes based on cutting-edge industry standards to benefit Pierce County. Initiate and oversee team research projects and process improvements in assigned IT discipline area(s).
- Thoroughly analyze and clearly communicate (both written and oral) complex issues requiring IT strategic decisions.
- Recommend technical strategic direction to IT Ops management for assigned IT discipline area(s).
- Recommend new and changes to County standards for assigned IT discipline area(s).
- Cooperatively meet County business requirements by proactively working with customers Countywide defining enterprise needs and solutions.
- Proactively work with IT Ops management to budget for all assigned technical areas and disciplines.
Qualifications
Minimum Qualifications:
- A resume and cover letter are required for this position.
- Bachelor's degree in information technology, computer sciences, business/public administration, or related field; and,
- Eight years of information technology experience; and,
- Two years of experience in an IT project lead or supervisory role is required.
- Additional education or experience which clearly indicates the ability to perform the essential functions of the position may substitute equally on a year of year basis for the recruiting requirements.
Preferred/Desired Qualifications:
- Experience in IT program administration and project delivery including budget development, budget forecasting, work planning, status reporting, and presenting.
- Strong negotiations skills and effective vendor management.
- Experience and understanding of enterprise IT architectures, cyber security frameworks, regulatory compliance, and system standards.
As a condition of employment, the applicant will need to authorize and complete a background check. Information received from the background check is reviewed case-by-case and will not necessarily remove an applicant from consideration.
Supplemental Information
To be considered for this opportunity please:
- Complete and submit a detailed online Pierce County Employment Application by selecting "APPLY" above or go to:
- If you have a question about this opportunity, please email the Recruitment Team at and specify the Job Number and Title.
- If you do not have internet access, you may visit your local public library or any WorkSource location and use their computers.
- Individuals needing accommodation in the application, testing process or need this job announcement in an alternative format may call Human Resources at (253) 798-7480, at least two days prior to the need.
This is a competitive selection process. Your application will be reviewed and evaluated for the quality and quantity of education/experience in the areas listed. Applicants whose qualifications most closely correspond to the County's needs will be eligible for further consideration. Notification of application status normally occurs 2 to 3 weeks after the closing date. Short notice may be given to applicants to participate in further selection processes which may include assessments, phone screen, and interviews.
At Pierce County, diversity, equity, and inclusion means commitment, not a single step. We strive to foster an inclusive environment that supports equitable access to opportunities throughout your career. We want to recruit, develop, and maintain a talented workforce from various backgrounds, cultures, lifestyles, and perspectives, committed to our vision. Employees of the County have local, direct, and visible impact in our diverse community. Will you join us in keeping Pierce County a place people are proud to call home?
We are unable to sponsor or take over sponsorship of an employment visa at this time.
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Pierce County offers a competitive benefits package that offers flexibility and peace of mind. We are proud to offer Employee Resource Groups, a focus on professional development in our , and a County Book Club.
We understand that your life revolves around more than just your career and that your priority is making sure that you and your family maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of and , , staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Our benefits:
Vacation (Annual Leave)
After approximately six months, employees receive six days of vacation leave.
Since we value your experience, the amount of vacation you can accrue increases the longer you work with us. Vacation accrues on a bi-weekly basis for full-time employees as follows:
Vacation Accruals:
During years 1-3, 12 Days
During years 4-7, 16 Days
During years 8-13, 20 Days
During years 14-18, 23 Days
During years 19, 24 Days
During years 20, 25 Days
During years 21, 26 Days
During years 22, 27 Days
During years 23, 28 Days
During years 24, 29 Days
During years 25 & thereafter, 30 Days
A maximum of 45 days may be carried from one year into the next.
Pro-Rated for Part-Time based on % of 1.0 FTE.
Military Leave:
Pierce County has a proud history of supporting the armed forces and provides members of the armed forces with up to 21 days paid military leave per state fiscal year.
Holidays:
Some full-time employees are entitled to eleven paid holidays as follows:
New Year's Day - January 1
Martin Luther King, Jr's birthday - Third Monday in January
President's Day - Third Monday in February
Memorial Day - Last Monday in May
Juneteenth - June 19
Independence Day - July 4
Labor Day - First Monday in September
Veteran's Day - November 11
Thanksgiving Day - Fourth Thursday in November & Friday after
Christmas Day - December 25
Personal Holidays:
Regular full-time and regular part-time employees, and employees occupying limited duration positions, shall also receive two additional paid personal holidays. Paid personal holidays shall only accrue for those employees on County payroll as of January 1 of each year or the first work day following January 1 and must be taken during the calendar year in which it was accrued.
Furlough:
Some Pierce County employees may be designated to receive 10 "furlough" days per year in lieu of holidays. Furlough days are available for use on January 1 and must be scheduled and taken within the calendar year. Employees who leave employment with Pierce County must reimburse the employer for used furlough days based upon the number of remaining holidays.
Sick Leave:
Sick leave accrues on a bi-weekly basis, at the rate of one day per month.
Insurance Benefits:
Employees and families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with very affordable monthly premiums that offer coverage throughout Pierce County. Employees are eligible to enroll each year in a flexible spending plan, which enables them to use tax-deferred dollars toward their health care and dependent care expenses. Employees also have the opportunity to participate in supplemental life and long term disability insurance plans. To view premium rates, summary of benefit coverage, and other information, please visit the website.
Retirement and Deferred Compensation:
Pierce County employees are members of the State of Washington's Department of Retirement System (DRS) and depending on the position or previous DRS enrollment will be able to enroll in one of many programs DRS offers. For additional information, check out the web site.
Employees also have the ability to participate in the Nationwide Deferred Compensation Plan. This is a supplemental retirement savings program that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security:
All Pierce County employees are covered by the federal Social Security and Medicare systems. The county and the employee pay an equal amount into the system.
Miscellaneous Benefits:
Please visit website for more information.
Telework/Remote Options:
Some departments allow for telework or work-from-home options dependent on the body of work. Learn more about our telework policy
**All employees are required to be WA State residents after 30 days of employment.